Certified Manager of Quality/Organizational Excellence Question Bank

Course ID
QBCMQOE2013ASQ

Format
Web-based

Build confidence as you prepare for the ASQ CMQ/OE exam with hundreds of practice questions from ASQ. Simulate a timed exam from the convenience of your home or office, or review specific topic areas and identify your strengths and weaknesses, so you know where to concentrate your studies.

The ASQ Certified Manager of Quality/Organizational Excellence Question Bank includes three exam sets, each containing 150 unique questions—the same number of exam-style questions that will appear on the ASQ CMQ/OE exam. You can re-take each set of questions an unlimited number of times within your 365 days of access. The questions are created by a team of ASQ certified subject matter experts, and conform to the same writing standards that are used on the exam.

You can use the question sets in two different modes—exam simulation or review mode.

Exam Simulation

Simulate the ASQ CMQ/OE exam experience with a timed test. You’ll receive a score at the end, and have the option to review the questions to see how you did. Use this mode to assess your knowledge and build your confidence as you prepare for the exam.

Review Mode

The review mode is a great way to study when you want to focus on a specific area of the CMQ/OE Body of Knowledge. Use this mode as a learning tool to enhance your exam preparation—you’ll receive detailed explanations for correct and incorrect attempts.

Course Data

Learning Objectives:

Test your knowledge in the seven main domains of the CMQ/OE Body of Knowledge

Become familiar with questions similar to those within the ASQ CMQ/OE exam

Help guide your study by identifying areas of strengths and weaknesses as it pertains to the CMQ/OE Body of Knowledge

Prerequisites:

Prior quality management knowledge recommended as this course is designed as a review of the subject areas needed for the CMQ/OE exam.

Who Should Attend:

The CMQ/OE Question Bank is perfect for anyone interested in preparing for and pursuing the CMQ/OE certification. Note that the questions in this product are not actual ASQ exam questions. Your performance on the exam simulation is for study purposes only, and may or may not reflect performance on an actual certification exam.

The topics in this new BOK include descriptive details (subtext) that will be used by the Exam Development Committee as guidelines for writing test questions. This subtext is also designed to help candidates prepare for the exam by identifying specific content within each topic that may be tested. The subtext is not intended to limit the subject matter or be all-inclusive of what might be covered in an exam but is intended to clarify how the topics relate to a Manager’s role. The descriptor in parentheses at the end of each entry refers to the maximum cognitive level at which the topic will be tested. A complete description of cognitive levels is provided at the end of this document.

Leadership (25 Questions)

Organizational Structures
Define and describe organizational designs (i.e., matrix, flat, and parallel) and the effect that a hierarchical management structure can have on an organization. (Apply)

Leadership Challenges

Roles and responsibilities of leaders
Describe typical roles, responsibilities, and competencies of people in leadership positions and how those attributes influence an organization’s direction and purpose. (Analyze)

Roles and responsibilities of managers
Describe typical roles, responsibilities, and competencies of people in management positions and how those attributes contribute to an organization’s success. (Analyze)

Change management
Use various change management strategies to overcome organizational roadblocks and achieve desired change levels, and review outcomes for effectiveness. Define and describe factors that contribute to an organization’s culture. (Evaluate)

Leadership techniques
Develop and implement techniques that motivate employees and sustain their enthusiasm. Use negotiation techniques to enable parties with different or opposing outlooks to recognize common goals and work together to achieve them. Determine when and how to use influence to resolve a problem or move a project forward. (Create)

Types of teams
Identify different types of teams and their purpose, including process improvement, self-managed, temporary or ad hoc (special project), and work groups or workcells. (Understand)

Stages of team development
Define and describe the classic stages of team development: forming, storming, norming, performing. (Apply)

Team-building techniques
Apply basic team-building steps such as using ice-breaker activities to enhance team introductions and membership, developing a common vision and agreement on team objectives, identifying and assigning specific roles on the team. (Apply)

Team roles and responsibilities
Define and describe typical roles related to team support and effectiveness such as facilitator, leader, process owner, champion, project manager, and contributor. Describe member and leader responsibilities with regard to group dynamics, including keeping the team on task, recognizing hidden agendas, handling disruptive behavior, and resolving conflict. (Analyze)

Team performance and evaluation
Evaluate team performance in relation to established metrics to meet goals and objectives. Determine when and how to reward teams and celebrate their success. (Evaluate)

ASQ Code of Ethics
Identify and apply behaviors and actions that comply with this code. (Apply)

Strategic Plan Development and Deployment (18 Questions)

Strategic Planning Models
Define, describe, and use basic elements of strategic planning models, including how mission, vision, and values as guiding principles relate to the plan. (Apply)

Business Environment Analysis

SWOT analysis
Analyze an organization’s strengths, weaknesses, opportunities, and threats, and develop and prioritize actions to take in response to that analysis. Identify and analyze risk factors that can influence strategic plans (Analyze)

Market forces
Define and describe various forces that drive strategic plans, including existing competition, the entry of new competitors, rivalry among competitors, the threat of substitutes, bargaining power of buyers and suppliers, current economic conditions, and how well the organization is positioned for growth and changing customer expectations. (Apply)

Stakeholder analysis
Identify and differentiate various internal and external stakeholders, as well as their perspectives, needs, and objectives to ensure that the organization’s strategic objectives are aligned with those of the stakeholders. (Analyze)

Technology
Describe how changes in technology can have long- and short-term influences on strategic planning. (Understand)

Resource allocation and deployment
Evaluate current resources to ensure they are available and deployed in support of strategic initiatives. Identify and eliminate administrative barriers to new initiatives. Ensure that all internal stakeholders understand the strategic plan and have the competencies and resources to carry out their responsibilities. (Evaluate)

Organizational performance measurement
Develop these measures and ensure that they are aligned with strategic goals, and use the measures to evaluate the organization against the strategic plan. (Evaluate)

Quality in strategic deployment
Support strategic plan deployment by applying continuous improvement and other quality initiatives to drive performance outcomes throughout the organization. (Create)

Interdependence of functional areas
Describe the interdependence of an organization’s areas (human resources, engineering, sales, marketing, finance, research and development, purchasing, information technology, logistics, production, and service) and how those dependencies and relationships influence processes and outputs. (Understand)

Human resources (HR) management
Apply HR elements in support of ongoing professional development: setting goals and objectives, conducting performance evaluations, developing recognition programs, ensuring that succession plans are in place where appropriate. Develop quality-supportive responsibilities to include in job descriptions for positions throughout the organization. (Apply)

Financial management
Read, interpret, and use various finance tools including income statements, balance sheets, and product/service cost structures. Manage budgets and use the language of cost and profitability to communicate with senior management. Use potential return on investment (ROI), estimated return on assets (ROA), net present value (NPV), internal rate of return (IRR), and portfolio analysis to analyze project risk, feasibility, and priority. (Analyze)

Risk management
Identify the kinds of risk that can occur throughout the organization, from such diverse processes as scheduling, shipping/receiving, financials, production and operations, employee and user safety, regulatory compliance and changes. Describe and use risk control and mitigation methods: avoidance, reduction, prevention, segregation, and transfer. (Apply)

Knowledge management (KM)
Use KM techniques in identifying core competencies that create a culture and system for collecting and sharing implicit and explicit knowledge among workers, customers, competitors, and suppliers. Capture lessons learned and apply them across the organization to promote best practices. Identify typical knowledge-sharing barriers and how to overcome them. (Apply)

Communication Skills and Abilities

Communication techniques
Define and apply various modes of communication used within organizations, such as, verbal, non-verbal, written and visual. Identify factors that can inhibit clear communication and describe ways of overcoming them. (Apply)

Interpersonal skills
Develop skills in empathy, tact, friendliness, and objectivity. Use open-minded and non-judgmental communication methods. Develop and use a clear writing style, active listening, and questioning and dialog techniques that support effective communication. (Apply)

Communications in a global economy
Identify key challenges of communicating across different time zones, cultures, languages, terminology, and business practices, and identify ways of overcoming them. (Understand)

Communications and technology

Identify how technology has affected communications, including improved information availability, its negative influence on interpersonal communications, and the new etiquette for e-communications. Use appropriate communication methods to deliver different kinds of messages in a variety of situations. (Apply)

Project Management

Project management basics
Use project management methodology and ensure that each project is aligned with strategic objectives. Define the different phases of a project: initiation, planning, execution, monitoring and controlling, and closure. Recognize the importance of keeping the project on-time, and within budget. (Apply)

Performance excellence models
Define and describe common elements and criteria of performance excellence models such as the Malcolm Baldrige National Quality Award (MBNQA), Excellence Canada, and the European Excellence Award (EFQM). Describe how their criteria are used as management models to improve processes at an organization level. (Understand)

ISO quality management standards
Define and describe how the ISO 9001 standards can be used to support quality management systems. (Understand)

Other quality methodologies
Describe and differentiate methods such as total quality management (TQM), continuous improvement, and benchmarking. (Apply)

Innovation and creativity tools
Use various techniques and exercises for creative decision-making and problem-solving, including brainstorming, mind mapping, lateral thinking, critical thinking, the 5 whys, and design for six sigma (DFSS). (Apply)

Cost of quality (COQ)
Define and distinguish between prevention, appraisal, internal, and external failure cost categories and evaluate the impact that changes in one category will have on the others. (Evaluate)

Process Management

Process goals
Describe how process goals are established, monitored, and measured and evaluate their impact on product or service quality. (Evaluate)

Process analysis
Use various tools to analyze a process and evaluate its effectiveness on the basis of procedures, work instructions, and other documents. Evaluate the process to identify and relieve bottlenecks, increase capacity, improve throughput, reduce cycle time, and eliminate waste. (Evaluate)

Basic statistical use
Use techniques such as the goal-question-metric (GQM) model and others to identify when, what, and how to measure projects and processes. Describe how metrics and data gathering methods affect resources and vice-versa. (Apply)

Sampling
Define and describe basic sampling techniques such as random and stratified. Identify when and why sampling is an appropriate technique to use. (Understand)

Trend and pattern analysis
Interpret graphs and charts to identify cyclical, seasonal, and environmental data trends. Evaluate control chart patterns to determine shifts and other trend indicators in a process. (Evaluate)

Process variation
Analyze data to distinguish between common and special cause variation. (Analyze)

Reliability terminology
Define and describe basic reliability measures: mean time between failures (MTBF) and mean time to repair (MTTR). Understand the value of reliability for estimating the probability of being able to meet requirements specifications, typically for a specific period of time. NOTE: Reliability calculations will not be tested. (Understand)

Qualitative assessment
Identify subjective measures such as verbatim comments from customers, observation records, and focus group output. Describe how they differ from objective measures, and determine when measurements should be captured in categories rather than numeric value. (Analyze)

Customer-Focused Organizations (17 Questions)

Customer Identification and Segmentation

Internal customers
Define and describe the impact an organization’s treatment of internal customers will have on external customers. Develop methods for energizing internal customers to improve products, processes, and services and evaluate the results. (Evaluate)

External customers
Define external customers and describe their impact on products and services. Develop strategies for working with them and integrating their requirements and needs to improve products, services, and processes. (Evaluate)

Customer Relationship Management

Customer needs
Use quality function deployment (QFD) to analyze customer needs in relation to products and services offered. Use the results of the analysis to prioritize future development in anticipation of changing customer needs. (Analyze)

Customer satisfaction and loyalty
Develop systems to capture positive and negative customer perceptions and experiences, using tools such as voice of the customer, listening posts, focus groups, complaints and warranty data, surveys, and interviews. Use customer value analysis to calculate the financial impact of existing customers and the potential results of losing those customers. Develop corrective actions and proactive methods to improve customer satisfaction, loyalty, and retention levels. (Create)

Multiple and diverse customer management
Establish and monitor priorities to avoid or resolve conflicting customer requirements and demands. Develop methods and systems for managing capacity and resources to meet the needs of multiple customers. Describe the impact that diverse customer groups can have on all aspects of product and service development and delivery. (Evaluate)

Supply Chain Management (15 Questions)

Supplier Selection
Define, develop, and use criteria for selecting suppliers, including internal rating programs and external certification standards. Assess and manage the impact these programs can have on various internal processes of the organization. (Create)

Supplier Logistics and Material Acceptance
Describe the impact that purchased products and services can have on final product assembly or total service package, including ship-to-stock, and just-in-time (JIT). Plan and conduct incoming material inspections. (Understand)

Training and Development (15 Questions)

Training Plans
Develop and implement training plans that are aligned with the organization’s strategic plan and general business needs, including leadership training and alignment of personal development plans. (Create)

Training Needs Analysis
Use various tools and techniques such as surveys, performance reviews, regulatory guidances, and gap analysis to identify training needs. (Create)

Training Materials, Development, and Delivery
Use various tools, resources, and methodologies to develop training materials and curriculum that address adult learning principles and the learning needs of an increasingly diverse workforce. Describe various methods of training delivery: classroom, workbooks, simulations, computer-delivered, on-the-job, and self-directed. Use mentoring and coaching to support training outcomes. (Apply)

Training Effectiveness and Evaluation
Assess training effectiveness and make improvements based on feedback from training sessions, end-of-course test results, on-the-job behavior or performance changes, and departmental or area performance improvements. (Create)

Topics for the Constructed-Response (Essay) Portion of the Certified Manager of Quality/Organizational Excellence Exam

Candidates will be presented with three open-ended questions from which they can select the two that they prefer to answer. Candidates will have 45 minutes in which to write responses to the two chosen situations. Prior to the start of the constructed-response portion of the exam, candidates will be given 5 minutes to review and select their situations. Candidates may split their time spent on the problems as they like. Their responses will be graded on their knowledge of quality management as it relates to the content areas listed below and in the following skills and abilities: communication, critical-thinking, personnel management, general management.

CR-1. Leadership
Demonstrate knowledge of the quality manager's role in organizational leadership and as quality champion and customer advocate. Deploy change agent strategies in support of organization-wide continuous improvement efforts. Develop teams and participate on them in various roles.

CR-2. Strategy Development and Deployment
Develop and maintain organizational focus on the importance of quality and performance excellence. Create quality policies and procedures in support of the strategic plan, and integrate those policies and processes into the tactics developed to support the strategic plan.

CR-3. Management
Demonstrate management abilities in human resources, financial, risk, and knowledge management applications. Use effective communication methods in various situations to support continuous improvement efforts. Select and use appropriate tools and methodologies to plan, implement, and evaluate projects. Develop, deploy, and evaluate quality plans that can be used throughout the organization. Evaluate and recommend appropriate quality models or systems to implement in various situations.

CR-4. Customer Focus
Identify and segment customers using a variety of criteria and tools. Identify and prioritize product or service design and development on the basis of customer requirements and feedback. Solicit customer input proactively and combine with market analysis and other research to achieve organizational goals. Use customer expectations and feedback to manage continuous improvement projects.

CR-6. Training and Development
Demonstrate knowledge and ability in developing, implementing, and evaluating needs assessment, training delivery methods, and outcomes of training efforts.

Levels of Cognition
based on Bloom's Taxonomy - Revised (2001)

In addition to content specifics, the subtext for each topic in this BOK also indicates the intended complexity level of the test questions for that topic. These levels are based on "Levels of Cognition" (from Bloom's Taxonomy - Revised, 2001) and are presented below in rank order, from least complex to most complex.

Apply (Application Level)
Know when and how to use ideas, procedures, methods, formulas, principles, theories, etc.

Analyze (Analysis Level)
Break down information into its constituent parts and recognize their relationship to one another and how they are organized; identify sublevel factors or salient data from a complex scenario.

Evaluate (Evaluation Level)
Make judgments about the value of proposed ideas, solutions, etc., by comparing the proposal to specific criteria or standards.

Create (Synthesis Level)
Put parts or elements together in such a way as to reveal a pattern or structure not clearly there before; identify which data or information from a complex set is appropriate to examine further or from which supported conclusions can be drawn.

Format

This program is an Internet-based, self-paced training course. Web-based courses require a computer and Internet access. You set the pace making you responsible for your own learning experience.

Materials

The learner can take a different random practice exam as many times as they want during the 365-day access period. After attempting each question, you'll see the correct answer and an explanation specific to your choice. Upon completion of a practice exam, you'll get a graphical summary of your scores on each main topic of the BOK.

Additional Notes

Please note that the questions in this product are not actual ASQ exam questions. Your performance on the practice exams is for study purposes only, and may or may not reflect performance on an actual certification exam.

Here is what you need to participate in an ASQ web-based, self-paced, or instructor-led virtual WebEx course.

Registration Email

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NOTE: Refer to product description for any additional system requirements.

WebEx – Virtual Course: Advance Preparation and Student Information

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If you need to cancel, we will refund your paid registration fee as noted below.

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If you cannot find a substitute, we can transfer your course fees to another ASQ course of your choice.

You must successfully complete the entire course or program before IACET CEUs and a Certificate of Completion can be awarded.

Enrollment Details

Format: Web-based

Internet-based, self-paced training modules, which may involve combinations of text, visuals, audio, interactive simulations and quizzes (see specific courses for features and tools). These web-based courses require a computer and Internet access.

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